FAQ for unifi Air Promotion

FREQUENTLY ASKED QUESTIONS (FAQ)

FOR
unifi Air PROMOTION

UNIFI AIR PLAN PROMO FOR NEW SUBSCRIBERS

GETTING TO KNOW

1. What is this unifi Air plan?  unifi Air is a wireless broadband service which offers high-speed
wireless Internet access.

 This latest unifi Air plan comes with a free wireless router where it
can connect up to 64 devices concurrently and unlimited quota –
perfect for sharing moments with family and friends.

 unifi Air is easy and quick to install as you just need to connect the
wireless router to a power plug and it is ready to be used. You can
carry along the wireless router everywhere and be connected in
other locations, as long as it is within unifi LTE coverage.

2. Is there any promo for unifi  Yes, in conjunction with Hari Malaysia, we have a special
Air plan? promotion as below:-

PLAN SIM + DEVICE SIM ONLY

MONTHLY FEE RM129 RM129
Promo Discount RM50 RM50
Monthly fee with Promo RM79 RM79
Discount
Quota unlimited unlimited
Contract 24-month N/A
Device Price FREE N/A
Upfront Payment RM100 RM100
* Price displayed excludes 6% service tax.

3. What is the speed of unifi  The speed of unifi Air plan can reach up to 20Mbps for both
Air plan? download and upload activities.

4. Who is eligible to  This plan is offered to:-

subscribe to the unifi Air
plan? 1. those who stayed within unifi LTE coverage areas. To check
on the coverage, click here.

2. Malaysian or Non-Malaysian, regardless whether you are a TM

customer or non-TM customer (18 years old and above).
 FAQ for unifi Air Promotion
5. How can I check if my
address is within your LTE
coverage?
6. Where can I subscribe to
this unifi Air plan?
7. How much do I need to pay
upon registration?
8. How long is the promo
period?
9. I terminated my Streamyx
account and subscribed to
your unifi wireless
broadband before this. Will
I be entitled for the promo?
10. I’m your existing Streamyx
customer, can I change my
plan to this unifi Air
promo?
3. All Malaysian businesses are eligible to subscribe to this unifi
Air plan. The company owner or the person-in-charge can
subscribe to this plan as a personal account.
 There are few ways for you to check:
1. Enter your address here to check instantly
2. Visit the nearest TMpoint outlet and we will check for you
3. Drop us a note via live chat at unifi.com.my or
mobilecare@unifi app.
 You may visit the nearest TMpoint to subscribe to this promo plan.
Check the TMpoint nearest to you here https://unifi.com.my/unifi-
en/support/tmpoint.page.
 We are sorry that the subscription of unifi Air plan via online
channels will only be available end November 2019. In the
meantime, you can live chat with us at unifi.com.my or via myunifi
app or you may also call us at 100 and select option 4 to drop us
your request. We will contact you as soon as we can sign you up
for this plan.
 You just need to pay RM100 for the service upfront payment and
it will be displayed in your 1st bill.
 This promo will run from 16 September 2019 until further notice.
 Yes, we will be migrating your existing unifi wireless broadband
plan to the latest unifi Air plan at RM79 per month with unlimited
data quota by November 2019.
 Yes, definitely. You may visit the nearest TMpoint outlet to check
if you are within our LTE coverage.
 Alternatively, you may check your address here.
 If you are within our LTE coverage, you may change your plan to
unifi Air to enjoy faster speed and zero upfront payment.
 FAQ for unifi Air Promotion

11. How many unifi Air plan  You can subscribe up to three (3) lines per IC.
can I purchase under one
account?

12. How do I know when my  Just boot up the device and the service will be auto activated.
unifi Air service is
activated?  You will receive an SMS as well to inform you that the service has
been activated.

13. Will the monthly  Yes, the package price will remain the same even after the 24-
subscription fee month contract period ends.
remain the same
when the contract
period ends?

14. Can I port out my unifi Air  unifi Air is an exclusive service only to unifi and it is non-
promo plan to other transferable to other service provider or operator.
service provider?

15. Can I make calls and send  The SIM card for unifi Air plan only support data service and does
SMS with this unifi Air not support calls and SMS at the moment. Should you need the
plan? voice service, you may subscribe to our telephony service
separately.

16. Can I use this service  Our LTE coverage is exclusively available in Malaysia only.
whilst roaming overseas?

THE DEVICE

17. How can I get the unifi Air  You can collect the unifi Air device at any TMpoint outlets upon
device? success registration.

18. What is the name of the  The device for unifi Air plan is Huawei 4G B618-65.
device for this unifi Air
plan?

19. What is the warranty period  The warranty period is 12 months from the date of the purchase.
for Huawei Huawei B618? The original receipt / proof of purchase is required when making
claims.

20. What should I do if the unifi  For further technical assistance on Huawei B618 Wi-Fi router,
Air device is faulty? please visit any nearest Huawei Service Centers as listed here
https://consumer.huawei.com/my/support/service-center/
 FAQ for unifi Air Promotion
21. How many devices can I
connect to the wireless
broadband?
22. What should I do if I do not
understand how to use the
unifi Air service or having
problem with this product
or device?
23. Can the device work if I
change to other SIM?
CONTRACT REGULATION
24. Will I be charged any
penalty if I decide to
terminate unifi Air within
the contract period?
25. I’m not getting good
surfing experience from
the unifi Air plan. Can I
terminate it without any
penalty?
26. Do I need to return the unifi
Air device when I terminate
the service without any
penalty?
DEPOSIT & CREDIT LIMIT POLICY
27. What is the credit limit per
line for unifi Air?
 You can connect up to 64 devices at one time.
 You can refer to the tutorial steps and FAQ available here to help
you with your inquiries or you can visit our TMpoint outlets for
further explanation.
 You can also reach out to us via mobilecare@unifi app, Live Chat
or via website at Self Care.
 Unfortunately no, the device is configured to work with unifi Air
service only.
 If you decide to terminate the subscription before the end of the
contract period, a penalty fee will be charged on the remaining
months of contract period and it will be reflected in your final bill.
 You are able to terminate the unifi Air plan without any penalty in
the below scenarios:
I. Proven the LTE network experience based on registered
customer address is very bad or congested.
II. Proven wrong information from our customer service or
reseller or agent.
III. Proven there is an element of fraud from our customer service
or reseller or agent.
 Yes, you will need to return the device and its packaging in good
working condition to any of our TMpoint outlets.
 The credit limit per line is RM300.
 FAQ for unifi Air Promotion

28. Will I be notified if my  We will notify you when your account reaches 70%, 90% and
balance exceeded the 100% credit limit utilization via your registered email.
credit limit?

29. What if my balance  Temporarily, you will not be able to use the service upon
exceeded the credit limit? exceeding your credit limit until you make some or full settlement
of your outstanding bill.

30. How much do I need to pay  You need to pay a minimum of 75% of your unbilled and / or billed
to restore my services, if it amount to restore your connection.
is barred due to credit
limit?

31. Will I be subjected to a  Yes. You will be subjected to the standard telco credit check
credit check when I (CTOS) when you subscribe to this unifi Air plan.
subscribe to this unifi Air
plan?

BILLING & PAYMENT

32. How will I receive my  You will have a new billing account once you subscribed to the
monthly bill? unifi Air plan. You will receive your monthly bill through your
registered e-mail and in Self-Care portal.

33. When is my bill date and  Your bill date is always on the 1st of every month and the cycle is
bill cycle? the full period of the month (e.g. 1st March – Bill generated for
1/3/18 – 31/3/18).

34. Can I request for a  We support environmental friendly initiatives so you will only be
hardcopy bill? receiving an e-bill. You may print the hardcopy bill via self-care
portal.

35. Where can I pay my bills?  JomPAY is available via:

 Internet & mobile banking with participating banks. Please note
that the Biller Code is 3608 and the Reference Code is
your webe 9-digit account number. For details, please visit
www.jompay.com.my.

 Autopay
 Sign-up Auto Pay using Visa, MasterCard or AMEX Credit
Card.

 Self-Care
 MasterCard, Visa (Credit & Debit Card), AMEX
 FAQ for unifi Air Promotion

 Walk-in & Over the Counter Payment

 CIMB: https://www.cimbclicks.com.my (Bank in to your
webe CIMB Account Number: 98953 followed by your 9 digit
webe account number)
 POS Malaysia http://www.pos.com.my/
 TMpoint

36. Which payee should I  Please select ‘webe digital sdn bhd’ when you’re making your
choose when I make payment via online, ATM and cash deposit machine.
payment via online, ATM &
cash deposit machine?

37. How do I terminate my unifi  You can cancel the subscription via our Live Chat, email or at any
Air subscription? TMpoint nationwide.

38. Will I be getting my refund  Yes. We will refund the extra payment in your account, for any
if there is an extra payment amount more than RM10.
in my account?

39. What is the re- activation  In the event of line suspension, RM20 will be charged to re-
fee if the line is suspended activate the line.
due to late payment?

40. Who should I contact if I  Easy, you can contact us via Live Chat at
need any assistance or https://unifi.com.my/chat/index.html or mobilecare@unifi app.
service inquiry?
 Should you require a face-to-face interaction, you may visit any of
the TMpoint outlets nationwide for further assistance.